Frequently asked questions

We pack and ship within 10–14 business days. After that it is 10–21 business days to the US, UK and Europe, 7–16 to the Gulf, and 14–25 elsewhere. Every parcel goes tracked.

It is calculated at checkout from your destination and the weight of the order. Orders over $150.00 ship free worldwide.

Possibly. Orders shipped outside United Kingdom may attract import duties or taxes charged by your own country. Those are paid by you, not us, and we cannot predict them. We declare every shipment accurately as the law requires, and we cannot mark an order as a gift or under-declare its value.

Tracking often takes 24–72 hours to show its first scan, and can sit still while a parcel clears customs. If it has not moved for more than 7 days, email us and we will open an investigation with the carrier.

You have 30 days from delivery to return most items for a full refund. They need to be unused and in original condition.

Keep it. Send us a photo of the item and the packaging within 7 days and we will refund or replace straight away. You do not need to post anything back, and you do not pay return shipping.

If the item is damaged, faulty or not what we described, we do. If you simply changed your mind, return postage is yours.

We process it within 5–10 business days of receiving the return. Your bank may take a further 3–5 days to show it on your statement.

If it has not arrived within 30 days of shipping, contact us and we will refund or replace it. You do not need to wait for a carrier investigation to finish.

Credit and debit cards, plus Apple Pay and Google Pay, through our payment provider’s secure page.

Your card details never touch our servers. When you place an order we hand you to our payment provider, who is set up to handle card data properly. We only ever see that a payment succeeded.

Your statement shows PICKEDWELL rather than Pickedwell, because that is our payment provider. If you are still unsure, email us before contacting your bank and we will identify it for you straight away.

No. All orders are paid at checkout before we ship.

Most of what we sell is made by hand. Small differences in grain, glaze, stitch and finish are normal and are not defects — they are the reason to buy something handmade in the first place.

Sometimes, and sometimes not. Stock is small by design. Email us about a particular piece and we will tell you honestly whether it is coming back.